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Tech says phone was rooted so warranty void, but root checker shows phone is unrooted

M

mucka

Lurker
I purchased 2 Galaxy S4's. After the end of the first year warranty, both stopped making calls at first intermittently then completely. With insurmountable difficulty they were approved for 'courtesy' repair under warranty by Samsung. I sent the phones to a certified Samsung repair shop. The service center then refused to repair both phones under warranty. They wanted $350 to repair one saying one was rooted (and the other had a cracked screen ....$650 to repair). I never root any phones nor had I cracked the screens. I asked for the phones back without any repairs. I then checked the phone with Connectbot and Root Checker and both show the phone is not rooted. (The phone with the cracked screen was now dead). Questions: Is the phone rooted and are these apps are wrong? If so how would it get rooted without me knowing(...I don't lone it out)? Does the certified service center have better tools to check for rooting? Could they have unrooted the phone without telling me? (My data and apps were on the phone when it was sent back).
 
Did you buy both phones new?
If so,& you are reasonably sure no one else has ever rooted the phone,I'd make a follow-up call w/Samsung & escalate the matter until your satisfied.
If you bought the phones used,the phones could have been rooted & restored to out-of-box condition (unrooted).
However,the Knox e-fuse would have been tripped & perhaps this is what the technician saw. (there's no resetting the Knox e-fuse,AFAIK).
 
re: escalation....I did try that when the phone was at the service center. Samsung insisted the service center does not make mistakes.
 
You are right Kolio. I checked Knox and it shows know warranty void 01. Only certified tech's have had the phone and no warnings about flashing ever came up when I have installed apps. I only get apps from playstore.
 
The only other plausible scenarios I can think of if your phones were indeed rooted at some point is if someone was using your phone & clicked on some pop-up that rooted your device or,the technicians have done something.
If you seem reasonably certain scenario #1 is not the case,another shot w/Samsung is the only thing I can recommend.
 
Mikestony said:
Not sure but @KOLIO , does flashing either firmware or kernels via ODIN trip the Knox counter?
@mucka, have you flashed anything on the device via ODIN?
Click to expand...
I really don't know the answer to that.
If this info posted in this link is correct:
http://android.stackexchange.com/questions/18475/what-is-the-odin-tool
My guess is ODIN-Flashed kernels/firmware would trip the Knox Counter,but,don't quote me on that.
I'm getting the NOTE5 Monday,I could find out 1st hand when stock flashables are available & take a look at the Knox counter when the occasion arises.
I've marked this thread as watched,will post as I find out info &/or start flashing firmware(s).................
 
I am not that tech savy and wouldn't flash. I did use the phone in Europe last year. I have Rogers Canada here. In Spain I used ?Orange and in Portugal ?Wind. Stores there activated my sim cards I purchased from them.
 
mucka said:
I am not that tech savy and wouldn't flash. I did use the phone in Europe last year. I have Rogers Canada here. In Spain I used ?Orange and in Portugal ?Wind. Stores there activated my sim cards I purchased from them.
Click to expand...
None of the actions you mentioned should have caused the Knox fuse to be tripped.
If you would,please update when you've exhausted all possibilities,or,convince Samsung to honor your warranties.
 
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